Good Services & Operations Mgmt
Value Chains
Measuring Performance in Operations
Operations Strategy
Technology & Operations
100
any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression
What is a Moment of Truth
100
a network of facilities and processes that describes the flow of materials, finished goods, services, information, and financial transactions from suppliers, through the facilities and processes that create goods and services, and that those deliver them to the customer
What is a Value Chain
100
measures the degree to which the output of a process meets customer requirements
What is Quality
100
a pattern or plan that integrates an organization's major goals, policies, and action sequences into a cohesive whole
What is a Strategy
100
a programmable machine designed to handle materials or tools in the performance of a variety of tasks
What is a Robot
200
a product that does not quickly wear out and typically lasts at least three years
What is a Durable Good
200
the portion of the value chain that focuses primarily on the physical movement of goods and materials, and supporting flows of information and financial transactions through the supply, production, and distribution processes
What is a Supply Chain
200
a fancy word for wait time—the time spent waiting
What is Queue Time
200
basic customer expectations generally considered the minimum performance level required to stay in business
What is an Order Qualifier
200
computer control of the manufacturing process, such as determining tool movements and cutting speeds
What is Computer Aided Manufacturing
300
the science and art of ensuring that goods and services are created and delivered successfully to customers
What is Operations Management
300
the process of having suppliers provide goods and services that were previously provided internally
What is Outsourcing
300
the time it takes to perform some task
What is Processing Time
300
being able to make whatever goods and services the customer wants, at any volume, at any time for anybody, and for the global organization, from any place in the world
What is Mass Customization
300
a business strategy designed to learn more about customers' wants, needs, and behaviors in order to build customer relationships and loyalty and ultimately enhance revenues and profits
What is Customer Relationship Management
400
a process of transforming data into actions through analysis and insights in the context of organizational decision making and problem solving
What is Business Analytics
400
refers to acquiring capabilities toward suppliers
What is Backward Integration
400
the quantitative modeling of cause-and-effect relationships between external and internal performance criteria
What is Interlinking
400
any aspects of a good or service that the customer must believe in, but cannot personally evaluate even after purchase and consumption
What is Credence Attributes
400
systems integrate all aspects of a business—accounting, customer relationship management, supply chain management, manufacturing, sales, human resources—into a unified information system and provide more timely analysis and reporting of sales, customer, inventory, manufacturing, human resource, and accounting data
What is Enterprise Resource Planning
500
a clearly defined set of tangible (goods-content) and intangible (service-content) features that the customer recognizes, pays for, uses, or experiences
What is a Customer Benefits Package
500
the building, acquiring, or moving of process capabilities from a domestic location to another country location while maintaining ownership and control
What is Offshoring
500
quantifies the total revenue or profit each target market customer generates over the buyer's life cycle
What is the Value of a Loyal Customer
500
the strengths that are unique to an organization
What is Core Competencies
500
a measure of the contribution margin (revenue minus variable costs) required to deliver a good or service as the business grows and volumes increase
What is Scalability
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